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One Team, One Score: How Culture and Customer Satisfaction Got Us an All-Time NPS of 82

Posted May 30, 2019

GreyCastle Security is proud to share that we have achieved an all-time Net Promoter Score (NPS) of 82. The NPS measures the loyalty between an organization and its customers, and a score of 70 or above is considered “excellent” or “world class.”

This NPS of 82 highlights GreyCastle Security’s commitment to helping organizations develop effective cybersecurity programs, minimize the impact of state and federal compliance regulations, improve client retention, and mitigate security incidents. Our revolutionary approach to service delivery solidifies the business mindset that cybersecurity is not just an “IT” issue – it’s about the overall health of your business.

We believe that cybersecurity and effective defense is wholly possible if you use common sense, apply a system of measurement, and understand what you are trying to protect.

What is Net Promoter Score?

The NPS is a survey method that helps an organization determine how loyal their customers are. It asks one simple question: “On a scale of 1 to 10, how likely are you to recommend GreyCastle Security to others?” Customer answers to this question put respondents into one of three categories:

Promoters (score 9-10) are loyal customers and would most likely recommend the company to others.

Passives (score 7-8) are satisfied but neutral.

Detractors (score 0-6) would not recommend the organization to others.

The average NPS for B2B Service Providers is 69. By using NPS as a metric for customer satisfaction, a company can get a clear picture of its performance in the eyes of its customers.

What does GreyCastle Security’s score mean?

At GreyCastle Security, we’re upheld to the highest standard. We hire the best people, we have the best processes and the best delivery. With this all-time NPS of 82, not only does that represent our excellent quality of work, but the satisfaction and loyalty of our customers in a highly competitive industry.

Along with our strong foundation of transparency, humble confidence and having a “one team one score” mindset, we have a strong reputation for being a workplace full of high-motivation, encouragement, and morale.

GreyCastle Security has been named one of the Capital Region’s “Best Places to Work” for the third consecutive year by the Albany Business Review and first time “Best Places to Work” award from the Albany Times Union.

We do cybersecurity all day, every day, and our team is made up of cybersecurity experts that are former CIOs, CTOs, ISOs, business owners and technicians. Our team members are also former consumers of cybersecurity services, which gives us a unique perspective on our clients’ unique needs. We have all answered to audit committees, board members and CEOs; we understand the politics, economics and headaches of cybersecurity.

When you work with GreyCastle Security, you can expect the best. We’ve built a strong reputation of customer satisfaction that everyone on our team can be proud of and our clients can put their trust in.

Our people hold multiple industry certifications and have decades of experience; some of have advanced degrees. Most importantly, however, each GreyCastle Security “knight” has a deep sense of integrity and a passion for getting the job done right while leaving a positive impact on the world.

Since 2011, GreyCastle Security has grown to more than 70 employees. Approximately 25% of our workforce is remote, distributed across the U.S. and working with organizations in nearly every state. We are a growing company of talented, authentic, and team-oriented people.

We understand that investing in our people is key to success – we are all stakeholders. Everything we do has the GreyCastle Security name on it, which is why we demand the highest quality and recruit only the best people. We do everything we can to keep our employees and keep them happy. This is why we offer unmatched employee benefits, including:

  • Highly competitive salaries
  • Responsible unlimited paid time off
  • Paid family leave
  • Unrestricted work-from-home arrangements
  • Numerous company-wide holidays
  • 100% company paid insurance
  • Company-sponsored 401K, including 3% Safe Harbor contributions
  • Company-subsidized personal expenses (mobile phone, dry cleaning, parking, wellness, supplemental insurance [Aflac])
  • Performance bonuses and recognition programs
  • Professional development opportunities
  • Fully-stocked kitchens
  • Regular company events and activities

We want employees to make an impact here. We pride ourselves on being a place that is actually living its values.

What are GreyCastle Security’s values?

Our aim is to provide a safe, kind, transparent, comfortable, inclusive, productive, and rewarding environment in which all contributions are recognized. We ensure this by living our core values:


  • Be authentic. Say “hello,” “please,” and “thank you.” Speak up if you feel a fellow team member’s ideas and/or potential contributions are excluded. Assume good intent behind others’ actions and behaviors. Listen, engage, and challenge each other as you would a friend or ally.

Humble Confidence

  • Know when to exercise confidence as a subject matter expert while also knowing when to exercise humility when not. Be comfortable with “I don’t know.” Tap into the knowledge of the team and gain a 360 degree view. Share your street corner; be accepting of others’ ideas, thoughts, feelings, and experiences as true for them. Ask for help when you need it.


  • Utilize Questions, Concerns, Issues (“No Q, it’s on you”). Link to others ideas, thoughts and feelings – give positive energy and recognition back. Say what you mean and how much you mean it. Be willing to lean into discomfort and challenge yourself and others.


  • Create a sense of safety for yourself and your team members. Ask others what they need to feel comfortable and safe. Avoid language that diminishes people, their ideas, or their efforts. Build trust, do what you say you’ll do and honor confidentiality.


  • Work for the common good and shared success (your success is my success attitude). Know what’s expected of you and deliver. Measure your performance. Own your mistakes. Address misunderstandings and resolve disagreements.


  • Keep your word. Practice non-judgment. Give credit where it’s due. Communicate honestly. Honor confidentiality when it’s requested.


  • Ensure right people, right work, right time. Ask who else needs to be involved to understand the whole situation. Develop repeatable processes. Clearly define roles and responsibilities. Ensure alignment of priorities and objectives with our corporate goals. Be adaptable.

The growth of GreyCastle Security

In 2018, GreyCastle Security was named to the Inc. 5000 list of America’s fastest-growing private companies for the second consecutive year and experienced a 3-year growth of 453%. We originally debuted as a member of the list in 2017, ranking within the top 15%.

In addition to landing a spot on the Inc. 5000 list, GreyCastle Security was recognized as 2018’s Overall Risk Management Solution Provider of the Year by the Cybersecurity Breakthrough Awards and listed as a Top 500 Cybersecurity firm by Cybersecurity Ventures. We previously earned the 2015 Technology Innovation Award from the Center for Economic Growth.

Maintaining our growth year after year, in an industry that is constantly evolving, is a true testament to the talent and dedication of the people that walk through our office doors every day. Our people have the drive, mettle, and instinct required to propel this business forward. The all-time NPS of 82 would not be possible without our committed workforce, which is made up of people from all walks of life who share one common goal: helping others.

Do you want to experience the same great service that earned us an NPS of 82? Email us at or give us a call today at (800) 403-8350.


Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.


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